There’s no question that social media is a big component of internet marketing strategies for many companies. With more than one billion users on Facebook alone brings about huge opportunities for business in a variety of different ways. Clearly, advertising is the largest opportunity for companies, but there’s also an excellent opportunity for businesses to connect with their customers on a personal level via various social media platforms. Customers can express all their feedback via a company’s social media account; the good, the bad, and the ugly. So without a doubt, there’s going to be a considerable amount of social media blunders when companies respond to customer’s feedback online.
The problem here is that anything you upload on the internet, stays on the internet, so it’s essential that an adequate amount of time is spent in delivering accurate and fitting responses to customers via social media. At the same time though, there’s typically going to be some newsworthy controversy. If social media blunders aren’t handled suitably, they can severely tarnish a brand’s image and can even put a company into crisis mode in a couple of minutes. So here’s a quick outline of how your company can rebound from social media fails with little damage to your brand and credibility.
Have a sense of humour
When harmless social media blunders transpire, making a joke of the predicament by using some quick wit is one of the best antidotes. In most cases, shedding some humour so everybody has a laugh is the internet version of almost tripping on the sidewalk and turning it into a dance recital. In fact, Facebook’s algorithm rewards posts that experience high volumes of interactions, including likes, comments and replies, so it’s conceivable to turn a simple blunder into increased exposure and a larger target audience, all from a basic mistake!
Whatever the type of social media blunder, the faster you take action, the better your outcome will be. In today’s internet world, controversial news spreads like wildfire, so it’s vital that you acknowledge your error, sincerely apologise then clearly explain the next steps you will be taking to resolve the situation. Just ignoring the mistake can have tragic consequences and the longer it takes you to act, the more momentum your social media fail will be gaining and the tougher it will be to resolve.
It’s vital that you are honest about your social media fail and the steps you’re taking to resolve the problem. There’s no point arguing with your customers if you’re the one who has made the blunder! If you deliberately lie about how long it will take for your servers to be back online or the length of time before new stock arrives, it’s only going to harm your brand and reputation by further irritating your customers. Conversely, if you are honest, your customers may not be happy but they’ll appreciate the fact that you’re not making another mistake! These days, honesty is refreshing and lies only magnify which can likely turn your blunder into a disaster.
Keep moving forward
Social media mistakes, even crises, doesn’t define a brand so once you’ve corrected the situation as best you can, keep moving forward with business as usual. Provided that you’ve taken a professional approach and you learn from your mistake, acting like it’s water off a duck’s back is much better than dwelling on the situation. You’ll ought to put measures in place to minimise the likelihood of such errors arising again, and this will only improve your social media team with more experience. Social media blunders are like a wake-up call, and in some circumstances, you may find ways to improve your product’s or brand’s image because of your blunder. But whatever you do, don’t shy away from your social media’s initiatives. There’ll always be another company’s social media fail to hear about tomorrow!
Social media is a powerful force in today’s society and companies are capitalising on the many opportunities it presents. Having the ability to communicate with your customers on a personal level is extraordinary, and you will need to be prepared for social media blunders because they will materialise at some point or another. This article illustrates some key ways to recover from social media fails, including using humour, responding fast, being honest and moving forward with business. If you find yourself in a deep social media crisis and you need assistance before things get out of hand, talk with digital marketing experts who will be able to assist you promptly and proficiently. Contact the team at Internet Marketing Experts on 1300 595 013 or visit their website: http://www.internetmarketingexperts.net.au